Steven Hacker Email & Phone Number

Columbus, Oh, Us

Designs, develops, implements and manages Tosoh Group America companies' information technology processes, systems, infrastructure, and application requirements. This includes providing and supporting IT Services and metrics for TGA companies requiring the use of technology systems, processes and infrastructure. Establishes and maintains value-based business relationships as part of a Shared Service organization as well as information technology policies, procedures and standards.Major Duties and Responsibilities * Manages all aspects of hardware and software demand. This includes the management and extrapolation of business and technical requirements. Manage and Drive IT Business requests and needs into collaborative solutions * Builds and manages business relationships and understands and communicates technology opportunities such as automation, advanced reporting / metrics, and Service Level agreements. * Responsible for establishing content for a short term (1-2 years) and long term (3-5 Year) IT Roadmap Strategy that defines company objectives, desired business capability, technology platform and standards and required skills to achieve the plan. * Builds policy and governance around software, infrastructure, process, Help Desk services and service delivery components. * Evaluates training requirements for current and new IT solutions, develops appropriate training materials, and provides staff training. * Researches and evaluates new technology, techniques, threats and industry best practices to optimize efficiency and usability and minimize vulnerabilities. * Oversees the department budget. * Recruits, interviews, hires, trains, develops and evaluates information technology staff. * Plans and reviews compensation actions and enforces policies and procedures. * May assist staff with diagnosing and solving computer equipment problems.

Merrillville, In, Us

I was the primary liaison between NiSource and our Infrastructure service providers to make sure that they meet their contractual commitments in the areas of the Service Desk, End User Computing, Mainframe, Disaster Recovery, and the ServiceNow platform. I started by working with a multi-vendor team to implement all the ITSM modules of ServiceNow (incident, request, problem, change, asset, configuration, knowledge) within 8 months. Partnered with Wipro’s service desk (Atlanta and Pune offices) to improve their metrics/processes and then helped to move their US desk from Atlanta to Manila. Pushed to setup monitoring in Mainframe environment to lower critical outages. Standardized End User Services procedures and helped them to meet their monthly SLAs. Helped to clean up and standardized asset management procedures. Performing 2 disaster recovery events each year, I helped to determine DR vulnerabilities and worked to resolve them. Involved in other projects (Upgrade of Mainframe, DASD refresh, End User Hardware Refresh, Mobile AV cart solution).

Columbus, Ohio, Us

As the primary manager of the IT Service Center, I handled service desk functions, multi-tiered support, and operational project management. I managed 25+ reports as well as many other tasks: representing help desk interests in projects, implementing a better hardware lifecycle management process, managing the replacement of aging hardware in the stores, focusing on process management to automate workflows where possible, creating metrics and a problem management process to lower incidents / improve service, and managing the relationship and success of many of our hardware / software vendors. I was a core member in the successful implementation of ServiceNow within the environment (service requests, incident management, and multiple knowledgebases).

Cincinnati, Ohio, Us

I worked on the third deployment phase of NiSource's Financial Transformation project. This deployment focuses on simplifying their financial systems and processes by enabling the use of one General Ledger and reducing the number of applications and interfaces required to conduct their business. Focusing on testing and migrating 46 applications/databases to the new environment. Major applications focused on are Peoplesoft, Financial Data Warehouse, Catalyst, MAPPS, Maximo, PowerPlant, and WorkBrain. Working with multiple teams to identify reports, interfaces, conversions, extensions, forms and workflows. Once identified, I am working with the teams to develop deployment plans for multiple test phases and eventually production rollout. We will then execute the plans and report on the results.

El Segundo, Ca, Us

Support an outsourcing contract at the Huntington Bank that performs desktop support, incident coordination, project management and staff augmentation as I manage a team of 50+ people across multiple states.• Increased efficiencies within the desktop support team and incident coordinators by more focused training and re-organizing the teams to better fit the needs of my organization.• Provided better monthly and quarterly reporting to the customer.• Collaborated with the OS support team and the Huntington Service Desk to work better between our respective teams.• Within PCM, I am working on the committee focused on the process to bring in New Hires within the company - from suggesting appropriate interview questions, establishing the process for a manager to follow to hire, and training the new hire to be effective as soon as possible.

Managed and helped to redesign the church WordPress website; provided and updated content for the site; added new features and worked with other team members to modify the site for their specific uses.

Armonk, New York, Ny, Us

Delivered server and / or Operating Systems (OS) support for 11 commercial accounts in multiple cities with team of up to 54 System Administrators. Met Service Level Agreements. Oversaw or contributed subject matter on many projects.• Lead role in IBM’s LEAN Wave 2 initiative. Merged 10 first line manager teams into 1 cohesive team after reducing 15% of the staff. Created new processes for each of the 3 separate sub-teams and handled escalations.• Increased efficiencies up to 8% by co-leading Productivity Optimization Team which implemented technical and process enhancements. • Managed phased transitions of multiple domestic service accounts to global service teams from India, Brazil and Argentina, with minimal impact to customers and productivity.• Developed second line management reporting for risk management. Led weekly meetings and reviewed status, ensured timely completion of items without any overdue items for 14 months.• Increased number of successful audits by 50% as management focal point for security compliance and Corporate / PCI / SOX audits. • Volunteered as third line focal resource, in creating a Service Request Coordinator position at the Global Delivery Center for handling standard service requests across US based accounts.• Integrated ITIL based concepts into IBM model, increasing team efficiencies. Trained others on the ITIL processes.

Redesigned and managed the church website; provided and updated content for the site; added new features and worked with other groups modify the site for their specific uses.

Monroe, La, Us

Delivered server and / or OS support for 470 servers in multiple cities with team of up to 50 System Administrators. Managed staff including hiring, performance reviews, mentoring and individual development.• Designed and implemented processes, ensuring efficient use of people and technology in support of SLA and operations goals.• Managed server modifications during 2 year company merger, without business impact.• Planned and implemented updates of hardware / operating systems of most critical database server (along with over 30 related applications / database servers), without impact to the business.• Collaborated with other teams, in building a change and problem management flow that lowered human error and increased efficiency.

Lewis Center, Ohio, Us

Delivered server, OS, hardware, and major software consulting services for many commercial accounts across Columbus, OH and the Eastern seaboard.• Supervised migration of over 200 UNIX servers from Fibre Channel network to Fast Ethernet, with no downtime during the 6 month project.• Achieved a high of 95+% customer satisfaction rating by consulting with clients in installing or repairing enterprise hardware / software. • Updated Novell server network for a major client in multiple cities, with no downtime.

Hilliard, Oh, Us

Supervised up to 23 telephone technical support representatives supporting hardware and software products sold nationwide.• Installed and maintained Novell 3.12 / 4 and Windows NT network, including hardware, users and print queues, resulting in greater team efficiencies.• Increased call efficiency over 25% by developing documentation, call processes, and reporting for relatively new help desk. Collected statistics on each representative and created training plans for improving performance and productivity. • Supervised office move, ensured all desktop computers and network printers configured and running within 3 business days.

Bachlors, Psychology, Computer Science

Computer Science